Kilburn Carpet Cleaners Complaints Procedure

At Kilburn Carpet Cleaners we aim to provide reliable, professional carpet and upholstery cleaning services. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

Purpose and Scope of This Procedure

This procedure applies to all domestic and commercial customers who use our cleaning services. It covers concerns related to service quality, conduct of cleaning staff, punctuality, damage to property, billing issues, and any aspect of the customer experience you believe has fallen below a reasonable standard.

We review complaints regularly to help improve our carpet, rug and upholstery cleaning services across our operating area, and to ensure that similar issues are less likely to occur in future.

What We Class as a Complaint

A complaint is any expression of dissatisfaction about our services, whether reasonable or not, where a response or resolution is explicitly or implicitly expected. Examples include:

Service not delivered as agreed or to the standard expected.

Stains or areas of carpeting you believe were missed or insufficiently treated.

Concerns about the behaviour, attitude or appearance of cleaning staff.

Disputes regarding charges, quoted prices, or payment arrangements.

Damage or alleged damage to carpets, rugs, upholstery or other property.

Delays, missed appointments, or inadequate communication before or after a visit.

How to Make a Complaint

You can raise a complaint verbally or in writing. While we will always try to resolve issues raised in conversation, we encourage customers to set out concerns in writing wherever possible. This helps ensure we have a clear record of what happened and what outcome you are seeking.

When raising a complaint, please provide the following information where available:

Your full name and the address where the cleaning took place.

The date and approximate time of the service.

A description of the service booked, such as carpet cleaning, upholstery cleaning, or stain removal.

A clear explanation of your concern, including what went wrong and how it has affected you.

Any relevant supporting details, such as photographs, invoices, or written notes.

What resolution you would ideally like to see, such as a re-clean, explanation, or review of charges.

Time Limits for Raising Concerns

We ask customers to raise any complaint as soon as possible, and ideally within 7 days of the service being carried out. For issues relating to visible results, such as stains, odours or carpet appearance, it is best to contact us within 24 to 48 hours so that we can assess the situation accurately.

Complaints raised outside these timeframes will still be considered, but it may be more difficult for us to investigate the circumstances or verify the condition of the cleaned areas.

Our Complaints Handling Stages

We follow a structured process to ensure that every complaint is handled fairly and consistently.

Stage 1 Initial Review and Acknowledgement

Once we receive your complaint, we will log it and arrange for an appropriate member of our team to review it. We aim to acknowledge your complaint promptly and to confirm that it is being investigated. If we need more information to understand your concerns, we may contact you to clarify specific details.

Stage 2 Investigation

We will investigate your complaint by reviewing job records, speaking to the cleaning operatives involved, and, where relevant, examining photographs or any supporting evidence you have supplied. For some issues, we may propose a follow-up visit to inspect the carpets or upholstery and assess any alleged damage or unsatisfactory work in person.

Our focus during this stage is to understand what occurred, whether we have met our service commitments, and what steps may be required to put things right.

Stage 3 Response and Proposed Resolution

After the investigation, we will provide you with a response outlining our findings and any proposed resolution. Possible outcomes may include:

A re-clean of specific areas or items.

Guidance on aftercare or further treatment if staining or wear cannot be fully remedied.

A partial or full adjustment to the invoice where appropriate.

A written explanation where we believe the service was delivered in line with agreed terms.

We aim to give you a clear and understandable explanation of the decision, even if we are unable to agree with every aspect of your complaint.

Timeframes for Handling Complaints

We aim to resolve most straightforward complaints within 10 working days. More complex matters, such as those involving alleged damage, multiple visits, or third parties, may take longer. If an extended investigation is necessary, we will keep you informed of progress and provide an estimated timeframe for completion.

Escalating Your Complaint

If you are not satisfied with our initial response, you may ask for your complaint to be reviewed by a senior member of our management team. During this review, we will re-examine the evidence, consider any additional information you wish to provide, and assess whether our original conclusion and proposed resolution were fair and reasonable.

Following this review, we will issue a final response outlining our position. This will conclude our internal complaints process.

Our Commitment to Fairness and Confidentiality

All complaints are handled with respect and without discrimination. Raising a complaint will not affect your ability to use our cleaning services in the future or the standard of service you receive. We treat all information you share with us in line with our privacy practices and only disclose details where necessary to investigate and resolve your concerns.

Using Feedback to Improve Our Services

We value feedback, including complaints, as an important tool for improving our carpet and upholstery cleaning services. By examining the reasons behind complaints, we can identify training needs, refine our procedures, and adapt our methods and equipment where appropriate. Our aim is to reduce the likelihood of similar issues recurring and to continually enhance the reliability and consistency of our service.

Contacting Us About a Complaint

If you wish to raise a complaint or request further information about this procedure, please contact our customer service team using your usual communication method with Kilburn Carpet Cleaners. We will always do our best to respond promptly, treat your concerns seriously, and work with you towards a fair and practical outcome.